Copilot is not generating prompts in Word

Because every prompt fails in more than one location, first check Microsoft 365 service health for an active Copilot incident, then update Word and refresh its Copilot license before troubleshooting individual documents.

1. Check for a service incident

If this is a work or school account, ask a Microsoft 365 administrator to:

1. Open Microsoft 365 admin center.
2. Go to Health → Service health.
3. Review Active issues Microsoft is working on for Microsoft 365 or Copilot.
4. If a matching incident exists, open it and monitor the posted updates rather than changing Word’s configuration.
5. If no incident is listed, select Report an issue from Service health. Administrators with the Service Support or Helpdesk Admin role can also view service health. ^1^

If this is a personal Microsoft account, continue with the client steps below.

2. Update Word and refresh the license

On Windows:

1. In Word, select File → Account → Update Options → Update Now.
2. Install all available updates.
3. Return to File → Account and select Update License.
4. Close all Microsoft 365 applications, reopen Word, and test a new blank document. Microsoft’s troubleshooting guidance identifies the current build and refreshed license as initial checks. ^2^

If Update License is unavailable, sign out from the account shown under File → Account, close all Office applications, reopen Word, and sign in again with the account that owns the Copilot entitlement. ^3^

On macOS:

1. Update Office to the latest available build.
2. In Word, select Word → About Word → More Info → Refresh License.
3. Close all Microsoft 365 applications, reopen Word, and retest. ^2^

3. Run the connectivity troubleshooter

The repeated “Oops! Something happened” message can require a connectivity check:

1. Open the Windows Get Help app.
2. Search for Copilot connectivity troubleshooter.
3. Run it and apply any recommended remediation. It checks for firewall rules and other connection blockers.
4. If the Copilot control is also missing, separately run Copilot License Troubleshooter. ^4^

The screenshot shows Copilot in the Edge sidebar, but that is not enough to establish that it is the same Copilot experience or account used by Word. Check whether:

• Edge and Word show the same signed-in Microsoft account.
• The Edge sidebar is Microsoft 365 Copilot rather than another Copilot experience.

If they are the same and both fail, prioritize service, account, license, and connectivity checks over document repair.

4. Check connected-experience settings

On Windows:

1. Open Word → File → Account.
2. Under Account Privacy, select Manage Settings.
3. Turn on:
   • Experiences that analyze your content
   • All connected experiences
4. Restart Word.

On Mac, use Word → Preferences → Privacy and enable the same settings. If Word is organization-managed and these controls cannot be changed, the Microsoft 365 administrator must review the applicable policy. Disabled connected experiences can gray out commands or produce errors when they are used. ^5^

5. Business-account checks

Ask the administrator to verify:

• The affected account has the intended Copilot license/service plan assigned.
• On Windows, File → Account → Product Information does not show Semi-Annual Enterprise Channel. Copilot features associated with an assigned license require Current Channel or Monthly Enterprise Channel; Word for the web can be used temporarily while the update channel is changed. ^2^
• Privacy controls, required network resources, and the Office Feature Updates task are not blocking Copilot functionality. ^6^

If service health is clear and the issue remains after the update, license refresh, privacy check, and connectivity troubleshooter, submit a Microsoft 365 support request with the Word version/build, update channel, affected account type, approximate failure time, and troubleshooter results.

References

1. How to check Microsoft 365 service health
2. [Mac](#tab/mac)
3. I lost the Copilot service in my M365 office apps - Microsoft Q&A
4. Copilot troubleshooters | Microsoft Support
5. Connected experiences in Office
6. Microsoft Copilot requirements